Complaints Procedure

Complaints Procedure

Kristian Allan is committed to the highest standards of service and compliance. Each of our offices is bound by the Property Redress Scheme.

We understand that sometimes things can go wrong and if they do, we are committed to resolving problems with the minimum of inconvenience.

Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at info@kristianallan.co.uk Whilst we cannot deal directly with your complaint, we are here to help.

We have a standard procedure for handling complaints which is as follows:

1. Making a complaint
In the first instance your complaint should be directed in writing to the local Branch Manager. Your complaint will be acknowledged within 3 working days. The branch will conduct a full and thorough investigation and a full written response will be sent within 15 working days.

2. If you remain dissatisfied
If you feel the matter remains unresolved you should write to the CEO, Kristian Alan Hamer explaining why you are unhappy with the response. He will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within 10 working days.

3. Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme at the following address:

Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.

0333 321 9418
info@theprs.co.uk

Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.

4. What next?
You will receive written confirmation from the Property Redress Scheme that your complaint form has been received. They will write to the branch, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.

Your complaint will be reviewed together with the response from the branch and a recommendation will be made to resolve the issue. The final decision is binding upon the branch in question.

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